Repeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Welcoming"element ofMIPRepresentativeasks customera connectionquestionFree!Made apayment"Can Do"statementusedDeescalatedupsetcustomerExpressedEmpathyExhibited the"Thankful"element ofMIPUsed Step-Up toPerform aHigh-riskRequestCompleted atask withouthaving to callanotherdepartmentIssued areplacementcredit cardProvidedself-serviceoptions(OLB/MobileApp/ATM)FCRAsked thecustomer aconnectionquestionRecap whatassistance hasbeen providedat the end ofthe callRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Welcoming"element ofMIPRepresentativeasks customera connectionquestionFree!Made apayment"Can Do"statementusedDeescalatedupsetcustomerExpressedEmpathyExhibited the"Thankful"element ofMIPUsed Step-Up toPerform aHigh-riskRequestCompleted atask withouthaving to callanotherdepartmentIssued areplacementcredit cardProvidedself-serviceoptions(OLB/MobileApp/ATM)FCRAsked thecustomer aconnectionquestionRecap whatassistance hasbeen providedat the end ofthe call

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Repeated the customer's reason for calling
  2. Authentication Successfully Completed/ Acknowledged
  3. Exhibited the "Welcoming" element of MIP
  4. Representative asks customer a connection question
  5. Free!
  6. Made a payment
  7. "Can Do" statement used
  8. Deescalated upset customer
  9. Expressed Empathy
  10. Exhibited the "Thankful" element of MIP
  11. Used Step-Up to Perform a High-risk Request
  12. Completed a task without having to call another department
  13. Issued a replacement credit card
  14. Provided self-service options (OLB/Mobile App/ATM)
  15. FCR
  16. Asked the customer a connection question
  17. Recap what assistance has been provided at the end of the call